Famly Co LLC Reviews 10

I echo the issue highlighted by some reviewers.
When I signed up 1 years ago for more than one Famly unlimited more lines I was told multiple times the price and service (features and quality) would be grand-fathered for any future changes in wireless plan. They said that when they started talking about Nebula Wireless - previously they were selling services under the name of FamlyCo).

After they form Nebula Wireless they commitments and promises started falling apart and started to renege on agreements discreetly without any heads up or notice.

Recently they emailed asking to switch to their new plans or else loose your numbers/lines (now or later) and since there is no similar plans with the new Nebula Wireless. I would be hesitant to trust them and will not enter into an agreement with a company that failed to hold up previous agreements.

Last years as they started talking about launching Nebula Wireless, the company’s CEO Nathan Ayers was doing a sales push to sign up new lines for Famly Unlimited More plans asking to prepay customers for multiple months (they call it bulk pay) for a discount. Nathan told (as some other reviewers have stated) anyone signing up will keep their Famly Unlimited More plans for as long as they want. I feel Nathan has no intention of keeping up his preferred commitment and whole sales push to sign up new lines for FUM with bulk /prepayment was just ruse for money grab.

When I signed up for them about 2 years ago for 2 unlimited data lines I was told at the time the price and service would be grand-fathered thru all future changes. Well that was there previous company now they form this one and find it too hard to honor the agreements they made. So they send out this form saying you can switch to our new plans or loose your numbers/lines and since there is no similar plans in this new company I was told to kick rocks all though it was done politely. So I personally would be hesitant to enter into a agreement with a company that jettison previous agreements because it doesn’t fit their new structure.

Update 2023-01: Famly keep altering my plan with restriction son data and may be more. Found in Dec. that hotspot is not unlimited (as advertised) it has been changed to 50GB limit!

And when I asked Famly/Nebula's chief to provide some proof (a screenshot) showing exactly what my plan features are, data usage on my lines. I got a bizarre response - Nebula cannot provide details of my own specific plan and usage (that all wireless providers can provide) due to some privacy reason. So I cannot see my own actual plan details and usage due to whose privacy??? If there is really someone else's private info. Nebula's chief could redact selected portion to have me see my own plan's features.

Now, because the wireless plan was no longer the same that I paid for and signed up for, and with so many disingenuous responses from Nebula, I asked Nebula for partial refund (I prepaid for 1-year) and account number to port my two lines. And then, Nebula closed my request ticket without any resolution (like they did before - read below) and even removed me from their discord. Unfortunately after these experiences I can only say Famly/Nebula is just a money grab scam. Once they have your money, they will alter or mutilate your plan features unilaterally and if you ask for answers you will hear stories that defy logic and common sense. I regret signing up and paying upfront for a year for two lines. If you are reading this review, be cautious with this company. I am not done with them. I will take this matter to State of WA State Attorney, FCC and FTC.

Lower the rating to 1 star (the lowest).

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Original (edited):
I signed up with Famly Unlimited More (aka FUM) plan in 2022-06. Famly was the brand or legal entity before they launched this new brand called Nebula. Anecdotal accounts also indicate they had operated with the name Total Wireless in the past.

FUM plan details, as summarized early 2022-06 by one of Famly senior staff:

“Let’s do a feature list then!
• Unlimited high speed data and hotspot
• Unlimited Talk & Text
• Unlimited usage in Mexico and Canada
• Unlimited 3G data and texting abroad, calls at $0.25c/min
...
• Access to multiple U.S Networks to give you the most robust coverage
^at 200gb, we reserve the right to review your usage to determine if it falls under our fair use policy.
^^mexico and Canada data = U.S data”

Unlimited 3G data and texting abroad was the main reason, I signed up with two lines pre-paying for one year at a discounted rate. AT&T’s most plan can be used in Canada longer term. So the main differentiator of FUM, served by AT&T network and its affiliates, for me was the unlimited 3G data and texting abroad. The term ‘abroad’ in AT&T Wireless’ world typically mean territory outside US, Mexico and Canada. Not being a big data user, unlimited or high data cap plans never appealed to me. But having a cellular line with 3G roaming and texting abroad was something I was cool with spending $888/year for two lines.

Now the sour part for me. Recently (end of 2022-09) I read a message on Famly Discord that caused confusion and concern on my part. The message indicated that the 3G roaming has been dropped from the lines and replaced with a paid or earned (based on the number of paid months or something like that) high speed add-on (AT&T Passport add-on). Adding 3G roaming (per the original plan) back will be a separate request that Famly staff has to work on.

Now that was news to me as I never received any notice of that or consented to alternating the plan that I am on. Also I had an international trip coming up (now on it) and was counting on using FUM plan for texting and casual data use for maps, directions, messaging apps. So I opened a support ticket on Discord Famly channel to get it resolved. The whole experience with the ticket was not pleasant. Instead of just accepting that 3G roaming has been dropped and should be added back, Famly support staff keep pressing me for using high speed add on (presumably using earned credit that I have no visibility into) and to provide them my specific dates of travel. But my objective was to restore FUM, on my lines, to the features listed above (including unlimited 3G roaming). Unfortunately, Famly staff closed my support ticket before resolving this matter or before informing me if the issue has been resolved. I still don’t know if that has been resolved!

Just to make it clear I am not taking Famly FUM plan phone with me on my trip abroad now, leaving it at home. Why? The last thing I would want in a new country is without a needed cell service feature I expected and paid for.


Edit 20221012: decided to lower my rating. Reasons: changing plan feature without notice and consent; lack of transparency; closing a support request (ticket) without resolving the issue; and specious promises for future

I had an issue with switching over to this new carrier as it was cheaper and I love to support start ups, especially with younger people at the helm. When I reached out to their customer service they were nothing but respectful and truly helped me make the transition! This is my forever plan!

Before Nebula, there was FamlyCo with unlimited data plans (FUP kicks in at 200GB data use) and all the data can be used as hot spot. The company took pride in that plan and called it best plan in the industry. That did not last long, and one day they switched course from AT&T network to T-Mobile network and started to move away from unlimited to limited data at low cost cellular plan leaving their existing customer base on the AT&T in a gray-area. The three key individuals behind Famly or Nebula are not well known entrepreneurs and seems to be very young. They also appear to have separate day jobs which may indicate that may not be 100% invested in Nebula. I would be very cautious in dealing with this company till they consistently deliver cellular service at the advertised rates and features.

Added: I’m on Famly / Nebula Discord channel under an assumed name. Asking to disclose my Discord name is unprofessional and indicates that the focus is on the messenger, not the message. I will leave it at that.

It is good be to know per Famly /Nebula response to my review that the current subscribers to the so called Legacy plan will keep that plan. Calling such a good plan as legacy is unfortunate. Nebula has been raising funds by selling multi-month prepaid subscription at discount for that so called legacy plan. As I stated earlier, Famly / Nebula needs to consistently deliver their plan for a few years to be considered a serious contender in the wireless marketplace. Making promises that everyone would get to keep their plans as they introduce newer plans and new branding is different from delivering on that promise. Only time will tell and more honest and candid reviews in future will shed light on that.

Also Famly / Nebula need to understand realistically not everyone will give them 5 start rating. That understanding will come with maturity and taking feedback seriously. Some of the reviewers here are Famly / Nebula volunteers and staff (or have very cosy relationship with Famly/Nebula staff based on my reading of the content of the messages on the Discord) and it is unfair for them to give 5 start reviews. It skews a realistic review for a person who has not dealt with Famly/Nebula before.

They have a great and responsive team. They are quick to help set up APN settings, and troubleshoot issues which rarely come up.

Great service at an affordable price with like no restrictions it seems like! Plus lot of monthly promos for a discounts to get it for even cheeper! Recommend FUM

I’ve been with Nebula Wireless back when they were Famly Co (not a misspelling). Most everything is done through their Discord server and website. I was lucky enough to be able to take advantage of their legacy unlimited AT&T plan for $60 a month until I decided to take advantage of their $444 per year prepayment promotion. I have absolutely no regrets in doing business with them as their response times and customer service have been top notch. If you are tech savvy and just want your service to work then Nebula Wireless is for you.

I'm on Nebula's legacy plan and it's great for me. I love the worldwide coverage included for free, and the legacy plans being on the att network gives me great coverage stateside too. Not to mention they provide a free VPN subscription as well as my apple music subscription.

Nebula has been great. Fast data speeds and great 5G coverage. Affordable too.